Why Customer Service is Your True Competitive Edge

“If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.” So says Jeff Bezos of Amazon fame. Think about it. From one-click shopping onwards, the focus of Amazon has been on making the buying experience simpler. As I have written before, Amazon is…

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The One-Time Ruler of the Web Has Lost More Than Its Mojo — A Lesson for Us All

“The company to beat remains Yahoo.” – Bloomberg, 1996 “Yahoo just gets bigger and fatter and gets more and more revenue.” – James Moloshok, senior vice-president at Warner Bros., Bloomberg, 1998 “Yahoo today is widely considered one of a handful of companies destined to dominate its portion of the Internet space…. Most impressive of all, Yahoo is…

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